Page tree

       

    To view the latest information for BMC Helix services and policies, go to BMC Helix Subscriber Information.

    Skip to end of metadata
    Go to start of metadata

    The following table defines terms that are related to change management and requests for change (RFCs).

    Term

    Definition

    Backout plan

    A document that describes the steps needed to recover an environment to a known state after a failed change or release. The steps typically include backing out the change, patching, and redeploying.

    Change

    The addition, modification, or removal of functionality that could affect IT services. Changes can include hardware, software, or code changes. The scope of a change should include the names of all affected IT services, configuration items (CIs), and processes, and complete documentation of the proposed change.

    A change is different from a customization or a configuration. For more information, see Customizations, configurations, and changes.

    Change Advisory Board (CAB)

    A group of BMC SaaS Operations representatives that advise the change management team about the risk and impact of changes

    Change Implementer

    Support personnel or groups responsible for implementing a change or components of a change. For less complex RFCs that do not involve multiple individual tasks, this role can be filled by the Change Owner.

    Change Management (CM)

    Change management (CM) is the process for submitting, documenting, reviewing, implementing, testing, and migrating changes. The purpose of CM is to implement changes in the most efficient manner, while minimizing the negative impact on users when changes are implemented.

    Change Manager

    The person responsible for managing the Change Management process for a given area. The Change Manager's responsibilities include planning and coordinating all activities required to develop, monitor, and report on the process. There might be multiple Change Managers, such as those managing changes specific to a site or area.

    The Change Manager is responsible for communicating with process participants, requesters, stakeholders, and customer users throughout the Change Management process by:

    • Providing status notifications at each phase (or activity) of a change
    • Maintaining a single source of current change status accessible by all process participants
    • Notifying all process participants when a change has been successfully deployed or backed out
    • Notifying all process participants when corrective actions are approved (or rejected) and implemented

    Change Owner

    The person with overall responsibility for the change

    Change relationship

    Identifies the association that a change has with configuration items (CIs), or with records such as incidents and problems:

    • Configuration Items (CIs) relationship — Changes directly impact certain hardware or software configuration items (CIs) that are (or should be) contained in the configuration management database (CMDB).
    • Incidents and Problems relationship — Changes are a direct result of incidents or problems. Changes that are being implemented to resolve an open incident or problem should be associated with the applicable incident or problem records in BMC Remedy AR System.

    Change request (RFC)

    A formal proposal for a change. An RFC document (online form) describes details of the proposed change. An RFC must be authorized and approved by the Customer Authorized Change Approver.

    Change Requester

    The person who initiates a Change Request. The Change Requester is typically from the customer or one of the BMC Remedy OnDemand IT Infrastructure and Support teams.

    Change task

    A part of the RFC. The status of tasks can be independent of the status of the parent RFC. Tasks can be staged to be developed in parallel or in sequential order.

    Change window

    The agreed-upon deadline within which changes can be implemented with minimal impact on services.

    Communication plan

    A document that informs the requesters, implementers, customers, and users about changes to the BMC Remedy OnDemand environment

    Configuration

    A data-driven change with no impact on upgrades. Configuration controls the appearance and behavior of an application. For more information, see Customizations, configurations, and changes.

    Configuration item (CI)

    Any component managed by the Change Manager to deliver the BMC Remedy OnDemand service. CIs are under the control of Change Management. CIs can include IT hardware and applications. The Change Manager records information about each CI in a configuration record within the configuration management system. Configuration Management maintains the CI information throughout its life cycle.

    Configuration management database (CMDB)

    A database that stores CIs throughout their life cycles. The configuration management system maintains one or more CMDBs, and each CMDB stores CI attributes and their relationships with other CIs.

    Configuration record

    A record that contains details about each CI. Each configuration record documents the life cycle of a single CI.

    Customer Authorized Change ApproverAn individual who represents the customer, performs change impact analysis, and authorizes BMC Remedy OnDemand Operations to carry out a change through their explicit approval.

    Customization

    Changes that involve code changes or nonstandard integration changes. For more information, see Customizations, configurations, and changes and BMC Remedy OnDemand Customization policy.

    Emergency change

    A change that must occur outside of an approved change window to restore loss or severe degradation of service, or to prevent an inevitable loss of service.

    Emergency Change Advisory Board (E-CAB)

    A subset of the CAB that makes decisions about emergency changes. Membership of the E-CAB can be determined at the time of a meeting, depending on the nature of the change.

    Note: In some cases, it may be necessary for the customer to identify a person with the authority to make emergency decisions.

    Environmental change log

    After the initial environments are live, BMC SaaS Operations personnel gathers customer RFCs and starts the environmental change log and related processes. The log is really a folder of documents that represent the complete software development life cycle of a customer's OnDemand implementation. For example, it contains details of all requirements, project plans, and changes. The environmental change log is also the mechanism used by the CAB to track customization RFCs.

    Forward schedule of change (FSC)

    A document that lists all approved changes and their planned implementation dates

    Golden image

    A golden image is a compressed archive of a system. BMC SaaS Operations has a standard golden image that is used for the provisioning of all new customers.

    Governance model

    A process that captures BMC Remedy OnDemand decisions that are made as the environment is developed, edited, approved, implemented, and retired. It creates roles and assigns specific responsibilities and privileges to users in different departments in these roles.

    Impact

    A measure of the effect of an incident, problem, or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority.

    Implementation plan

    A document that describes the steps needed to implement a change, including scope, goals, scheduled activities, and duration

    Integration

    A change that requires BMC Remedy OnDemand to interact with an external application or technology such as LDAP. There are standard and nonstandard, or custom, integrations.

    An example of a standard integration is LDAP. An example of a nonstandard integration is a custom LDAP integration that BMC does not currently support. A nonstandard integration is considered a customization and involves code changes. For more information, see BMC Remedy OnDemand Customization policy.

    Post-implementation review (PIR)

    A review that occurs after a change or project has been implemented. The PIR determines if the change or project was successful and identifies opportunities for improvement.

    Priority

    A category that identifies the relative importance of an incident, problem, or change. Priority is based on impact and urgency, and it identifies required times for actions to be taken.

    Release unit

    The portion of a service or IT infrastructure that is released according to the organization's release policy. The unit depends on the service asset or service component type, such as software and hardware.

    Test plan

    A document that identifies test items, features to be tested, testing tasks, and the person who will perform each task

    Timing

    Identifies the timeframe in which a change is to be implemented

    Urgency

    A measure of how long it will be until an incident, problem, or change has a significant business impact. For example, a high-impact incident might have low urgency, if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign priority.